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1 - 2 Years
Customer Service Claims Specialist BNL
The purpose of this job is to align the claims and returns processes across all pillars in the Benelux. The aim is to simplify the process from a customer perspective, without compromising efficiency, quality and documentation. Process owner.
Responsible for implementation and training of Customer Service Associates in new/updated claims and returns processes.
The Customer Service Claims Specialist is supporting Customer Service Representatives with all daily operational tasks in peak situations and seeks improvements within the department of Customer Service.
Responsible for the claims and returns process with a dual country focus, yet with a Benelux mindset. Assuring that improvements of the claims process throughout the Nordic countries are carried out in an aligned manner.
Drive digitalization of the claims process.
Responsible on a dual country level for implementing and training Customer Service Associates in new/updated claims and returns processes.
Complaint management: ensure reception, treatment and feedback. The treatment implies analysis/evaluation of the incident and implementation of the necessary corrective measures to overcome/solve the incident. Responsible to follow up KPIs and register incidents to have an overview.
Reverse logistic: manage return of products, send it to the 3PL, follow up the processes, analyze the 3PL observations regarding returns, post the documents after the 3PL confirmation and send the credit notes for the customers.
Coordinate the contact between Royal Canin, Logistics, the 3PL, transport companies and clients, to ensure information and workflow. Follow up and coordination with the partners for all the issues related to orders, returns, incidents, etc.
Responsible for following up on claims and returns KPI’s and share with teams and initiate possible actions.
Responsible for proposing improvements in procedures to reduce incidents, together with the different associates of the department.
Process credit memos related to quality claims after analyses and confirmation from the responsible department.
Act as customer service representative in workload peak situations.
Context and Scope
Customer Service Claims Specialist develops its functions for Royal Canin in Benelux. Our customers are in three Pillars (SPT, VET & PRO). The entire workflow is around the customers, their needs and performance.
It can have reactive aspects (after the incident) as well as proactive actions (report incidents before the impact is felt on the customer – report preparation delays). The function has a very interactive component with all the departments of the organization (Sales, Telesales, Logistic, S&F) and with the 3PL & transport companies.
According to the above-mentioned nature of the position, customer focus, as well as communication skills and conflict management are needed. In addition, to develop this position with quality and efficiency, methodology and priority setting skills are also a must.
Furthermore, the function is an active part in the Customer Service department and performs all operational tasks related to the customer interaction in the order to cash process in workload peaks.
Education & Professional Qualifications
Relevant administrative education or qualification.
Fluency in English is required.
Dutch and French is a pre.
Knowledge / Experience
2-3 years of experience in a similar position with a very strong customer service and data management component.
Experience in operating across different functions required.
Good communication and stakeholder management skills.
IT literate: high level of Microsoft Office, especially Excel- user level. Preference to 1NAV knowledge.